Mr Bet Casino - Player’s withdrawal is delayed due to document issues.

On 05.09.2024, I made a deposit of 100zł, followed by another of 330zł. I won 5400zł, which I am still unable to withdraw because the documents I send are rejected due to my change of residence address, even though this was not an issue for withdrawing a smaller portion of my winnings. I have tried multiple times to contact their support, but no one has been willing to help me. I kindly ask for assistance in resolving this matter.

Dear zywczynskak,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

When exactly did you change your permanent residence address? Did you inform the casino in a timely manner about this change?

Do you have any official documents (such as utility bills or government-issued documents) confirming that you recently changed your permanent address?

Have all of your other identity documents been successfully verified during the KYC process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Yes, I have bills for the new address, which I also sent for verification. The rest of the documents passed verification successfully

Thank you for your reply. However, you have not answered all my questions:

When exactly did you change your permanent residence address? Did you inform the casino in a timely manner about this change?

Do you have any official documents indicating your old address was changed to a new one?

I changed my address a year ago. In February of this year, there was no problem withdrawing my funds to my account. The casino was informed about the change of address and I sent photos of documents confirming the new address several times.

Thank you for your response. Before we proceed with the investigation, please forward me all communication between you and the casino's customer support regarding the issue with verifying your address. You can send it to me at veronika.l@casino.guru. I look forward to assisting you further soon.

Thank you for your email. In one of the screenshots of your profile that you provided, I noticed a notification stating that your payment methods could not be verified. Could you please specify what documents you uploaded for the verification of your payment method?

Please remember that when uploading photos of your payment card, only the first 6 and last 4 digits of the card number should be visible. The middle digits should be covered with a piece of paper for security reasons. This will help ensure that your payment method is verified correctly and safely.

Looking forward to your response.

The casino gave different reasons from the very beginning why they were rejecting my withdrawal. After a week of asking, they came up with another reason with the payment

Thank you for your quick reply. I understand how frustrating it must be to receive a new reason for the rejection of your payment each week. However, until your verification is fully completed, the casino is within its rights to keep the payments on hold.

From the screenshot you sent, I can see that the casino requested verification of your payment method on 11 October, which was 4 days ago. Could you please confirm whether you have provided the requested document, and if so, whether it has been reviewed by the casino’s relevant department yet?

I have sent you a confirmation by email

Thank you for your emails.

Please note that the casino has requested a photograph of your payment card ending in 8344 (number: 416598******8344). However, the photograph you provided shows a card ending with the number 5454.

Additionally, when submitting a photograph of your payment card for verification, only the first six and last four digits should be visible. For security purposes, please ensure the middle digits of the card number are covered.

Could you please upload photos of your other card ending in 8344 to your casino profile for verification?

I sent a photo of the card, unfortunately the casino also rejected the verification. I sent the lady an email confirming that the verification was rejected.

Thank you for your email and your quick reply. Could you please forward me the photo of the card that you sent now and was rejected?

I sent it by email

Thank you very much, zywczynskak, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear zywczynskak,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Mr Bet Casino representative to join this conversation.

Dear Mr Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka,

Previously, the user passed the procedure to change his personal data and recently it was completed. The address confirmation document was successfully accepted, but it is important for the user to confirm the Visa payment method. The reason for the document rejection is that the name and card number are on different sides.

In this case we can only accept a bank statement in PDF with this card, where the card details and the user's name will be visible. 

A colleague from our support team has sent instructions to the user's email and game profile, the user can also always clarify the details with the support team of our website. 

Thank you for your co-operation. 

Today I sent an account statement that confirmed my details and card number and unfortunately it was also rejected during verification. Whatever documents I send, they are automatically rejected

Dear zywczynskak,

If you have been able to submit the documents in accordance with the casino's instructions, and they have been still rejected, you can send them to miroslava.d@casino.guru, so I can check, what can be the problem.

Thank you for your cooperation.

I sent you an email with photos of the documents that were rejected once again.

Dear zywczynskak,

I looked at the documents you sent me, and it seems like you provided a confirmation of an account instead of a bank statement, which might be the reason of the rejection. Would you be able to obtain a bank statement from your account according to the instructions?

I sent you an email with a bank statement, which was also rejected by MrBet earlier.

Dear zywczynskak,

The documents you have submitted do not contain your card number, which is why they probably were rejected.

Please try to download the card confirmation document from your Revolut app. This document contains your name, and your card number, so hopefully casino could accept it.

Please try to submit mentioned document, and notify me, if there are any updates.

Thank you for your cooperation.

I sent a confirmation document from the bank and it was also rejected by MrBet

Dear zywczynskak,

I've again only received bank account confirmation instead of card confirmation. As previously mentioned, bank account confirmation does not include card number, which is needed.

If you have a problem finding card confirmation document, please try this tutorial:

https://help.revolut.com/en-US/help/profile-and-plan/managing-my-account/card-confirmation/

I also sent the correct document, but it still didn't change anything

I sent you a document by email confirming my details and the card that MRBet wanted. Unfortunately, they are still making it difficult for me to withdraw and verify. I have withdrawn funds from them many times, but this time they have been making it very difficult for 3 months.

Dear Mr Bet Casino,

Would you be able to accept the card confirmation document, since it contains the card number and name of the owner?

Dear Mirka,

yesterday the user was verified and his first withdrawal request was processed and yesterday it reached the status of success. He created the second withdrawal request after the first one was processed, so it may be reviewed for some time.  In this case, we ask the user to wait for the second withdrawal request to be processed. 

Thank you very much for your help. After many months, I managed to withdraw the money. Thanks to your help, of course. Thank you for your support and appearance in my case, if it weren't for you, I would probably continue to fight and wait for the money.

Dear zywczynskak,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka

Casino.Guru